Frequency relevance analysis for problems

The frequency relevance analysis for problems (FRAP) is a quality management tool . It is used to sort occurring problem classes according to their frequency and importance and is a further development of the problem-detecting method .

Operability

The frequency relevance analysis is well suited for services that customers use frequently and over a longer period of time.

execution

1. Creation of a list of possible problems (e.g. using critical incident technology )
2. Sorting the problems in groups (problem classes)
3. Customer survey (how often does the problem occur and how big is the annoyance about it?)
4. evaluation

evaluation

The results of the customer survey are entered in a diagram. The problem relevance (low to high) and the problem frequency (rarely to often) serve as axes of the coordinate system (see also Pareto diagram ).

literature

• Manfred Bruhn , Bernd Stauss (ed.): Service quality. Concepts - methods - experiences. 3rd completely revised and expanded edition. Gabler, Wiesbaden 2000, ISBN 3-409-33655-9 ( Science & Practice ).